MindTouch (previous CloudAve coverage), the provider of Help 2.0 solutions, and Zendesk (previous CloudAve coverage), SaaS helpdesk provider, joined hands together to announce a product which will bring MindTouch’s social knowledge base solution to Zendesk customers for free. This will help businesses offer an even more satisfying customer service experience for their customers. The power of “MindTouch’s social” coupled with feature rich cloud based Zendesk solution is going to be very empowering for the users.

MindTouch which started out as a wiki slowly evolved into a powerful collaboration platform to its current Help 2.0 focus. Their platform is helping organizations of various sizes and shapes handle technical help documentation with ease, thereby saving costs on both sales and support. A good technical document platform reduces the sales cycle considerably and when it is well integrated into the support system, it also offers considerable savings in support costs. Remember, a big chunk of support requests come in due to lack of proper technical documentation empowering users to solve their problems. Similarly, if the documentation helps support technicians reach solutions faster, it will not only reduce support costs, it will also leave the customers with a satisfying experience. With this in mind, MindTouch has evolved their platform to Help 2.0 focus by adding some interesting social features.

The jointly developed solution will help support agents to search against MindTouch TCS, a social knowledge base, in the context of the support ticketing system of Zendesk. Similarly, users can also publish support tickets to MindTouch’s knowledge base articles. I can’t emphasize the importance of knowledge base in any ticketing system. However, having a knowledge base without a tighter integration has very limited value. The integration capabilities of MindTouch TCS makes it easy to tightly integrate the knowledge base into the ticketing system. This partnership will create high-value customer interactions that can then be fed back into products and marketing initiatives, creating a competitive advantage for Zendesk and MindTouch joint customers.

This integration is available for free to Zendesk customers and they can sign up here. It will be interesting to see the feedback from Zendesk customers few months from now. I will keep a watch and see if I can come back with a post talking about customer experiences towards the end of this year.

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Director, OpenShift Strategy at Red Hat. Founder of Rishidot Research, a research community focused on services world. His focus is on Platform Services, Infrastructure and the role of Open Source in the services era. Krish has been writing @ CloudAve from its inception and had also been part of GigaOm Pro Analyst Group. The opinions expressed here are his own and are neither representative of his employer, Red Hat, nor CloudAve, nor its sponsors.

3 responses to “MindTouch and Zendesk Partner To Take Customer Service To The Next Level”

This partnership makes perfect sense. I’ve been using MindTouch TCS and Zendesk independently of each other for the last few months and have enjoyed using both products – now that I can use them together, I suspect my kb article coverage will start to grow more quickly.